Two
Hiring through Fronted
Technical Support / Technical Triage Specialist
Full-time
Remote
Who we are looking for
Are you a seasoned technical troubleshooter with a passion for real-time incident response in fintech? Join Two and help us maintain platform reliability for our innovative B2B payments system.
or
Highlights
Fintech Platform
Real-time Incidents
Technical Triage
Global Remote
AI & Automation
Distributed Systems
Salary (yearly)
€45K - €65K
Depending on experience and Location
What You'll Bring
3-5 years of experience in Technical Support, Operations, or SRE.
Strong troubleshooting & analytical skills.
Solid understanding of APIs, integrations, logging, monitoring, and distributed systems.
Ability to act independently in real-time.
Experience collaborating with engineering teams.
Strong technical & non-technical communication.
Interest in AI tools for diagnostics, monitoring, or automation.
Bonus Points If You Have
Experience in fintech, payments, or high-transaction systems.
Familiarity with real-time incident response environments.
Basic coding skills for minor fixes.
Experience improving internal tools, processes, or system reliability.
Exposure to cloud infrastructure and Kubernetes operations.
About the Role
We're seeking a skilled Technical Support / Technical Triage Specialist to be the crucial link between our Customer Support and Engineering teams. This high-impact, real-time role puts you at the forefront of incident response for our cutting-edge fintech platform. You'll diagnose complex technical issues, take immediate corrective actions to minimize disruption, and champion platform reliability. If you thrive on solving challenging problems under pressure, excel with distributed systems, and are passionate about enhancing operational processes, this is the role for you.
Key Responsibilities
🚨
Monitoring Alerts
Monitor real-time alerts and transaction flows across payments and platform systems.
🔬
Technical Diagnosis
Perform technical triage and rapidly diagnose issues related to APIs, payments, and infrastructure.
🔍
Incident Investigation
Investigate incidents using logs, monitoring tools, and API traces to identify root causes.
🛠️
Independent Resolution
Resolve routine issues independently (e.g., service restarts, configuration fixes).
⬆️
Escalation Point
Act as the L2 escalation point for Customer Support and clearly escalate complex incidents to Engineering.
🧑💻
Incident Ownership
Own incidents during your shift, coordinating with Engineering for swift resolution.
📈
Process Improvement
Contribute to and improve runbooks, playbooks, and incident processes.
🤖
AI System Support
Support development of AI-driven monitoring and self-healing systems.
🤝
Cross-functional Collaboration
Collaborate cross-functionally with Engineering and Customer Support teams.
Our Technology Landscape
You'll be working with a modern and robust technology stack designed for high performance and scalability in a real-time environment.
Backend
Python
Data
Postgres, BigQuery
Cloud
Google Cloud Platform (GCP)
Frontend
Svelte (React experience transferable)
Architecture
Microservices + event-driven (Pub/Sub)
Monitoring
Grafana, Google Logs, internal AI-powered tools
Our Collaborative Ecosystem
We empower ownership and provide robust support to ensure efficient incident resolution and continuous improvement.
⚙️
Automated Monitoring
Incidents triggered via automated monitoring, routed to Slack and internal paging systems.
💬
Support Escalations
Customer Support escalations managed via Slackbot, threads, and Linear tickets.
🛡️
Incident Ownership
Own incidents during your shift with full 24/7 Engineering support (~1h response SLA).
💡
Process Evolution
Existing runbooks are in place, with strong opportunity to improve and evolve them.
👨💻
Reporting Structure
You will report directly to the CTO, acting as the critical L2 layer between Customer Support (L1) and Engineering (L3).
Our offering
Two is a leading B2B Payments Platform providing net terms infrastructure that significantly boosts revenue for businesses. It offers instant net term credit limits to B2B customers, leading to improved Average Order Value (AOV) and higher conversion rates. The platform streamlines sales across online, direct, and in-store channels with flexible credit options. Two's B2B toolkit helps businesses reduce risk, automate manual workflows, and enhance cash flow. Key products include Guest Checkout for instant credit, Trade Accounts for repeat buyers, In-store (POS) solutions, and Risk-as-a-Service (RaaS) featuring advanced AI-powered credit (Delphi) and fraud (Frida) decisioning engines. Additionally, it offers Order Creator for offline B2B purchases and Instalments for splitting large payments. Founded in 2020, Two aims to level the playing field in B2B commerce by removing the traditional barriers of underwriting, credit risk, and collections, thereby empowering businesses of every size to buy and sell on equal terms.
Key stats
20%
Higher Conversion
60%
Increase in Average Order Value
~70
Team Members
Our culture
🚀
Take Charge
We empower everyone to take ownership and accountability, celebrating learning and growth through both wins and losses.
🌟
Go Beyond
We are driven to find the best solutions for our customers, partners, and colleagues, recognizing our mission extends beyond ourselves.
💡
Let the Best Ideas Win
We encourage open sharing of ideas, collaboration, and mutual support, valuing what is said, not who says it.
Some benefits we offer
🍎
Health & Wellness Allowance
Receive an annual allowance to invest in your mental or physical well-being.
📚
Professional Development
Access an annual budget for training and professional growth opportunities.
📈
Equity Options
Be a true stakeholder in Two's future with equity options included in every offer.
